Presented By: Zed-Axis TechnologiesConfidential:

ALL RIGHTS RESERVED, INCLUDING THE RIGHTS TO REPRODUCE THIS PUBLICATION OR PORTIONS THEREOF IN ANY FORM. THE INFORMATION SET FORTH IN THIS DOCUMENT AND THE MATERIALS, METHODS, TECHNIQUES, OR APPARATUS DESCRIBED ARE THE EXCLUSIVE PROPERTY OF Zed-Axis Technologies (P) Ltd

All Logos & Brand-names used in the presentation are property of the respective brands.

A Web-Based Service / Repair / Warranty / Support/ Claim & Inventory Control Solution

Everyday Challenges of a Service Organization

Getting Real-time up to date status of Calls spread over Clients & across Geography: whether calls are: open, closed, pending (& for what reasons).

Managing Service Levels effectively - Ensuring Quick Turnaround time & Timely Fix, given the high dependence on Products.

Lack of Complete control over the field engineers & their activities due to unavailability of timely-data pertaining to their daily operations.

Customer Information that lies dispersed, distributed and duplicated.

Tracking Warranty, AMC Validation and Replacement (If applicable) cases.

Rising Inventory and Supply Chain Costs.

Zed-Service™ is a 360 Degree Web Based After-Sales Service Automation Software covering almost all major requirements of Customer Service Setup, aimed at:

Maximizing service efficiency Increasing customer satisfaction Reducing service operations cost.

Introduction:

Zed-Service™ in a nutshell

Brand’s Own Branches or Own Service Network

Brand having Independent ASC’s or Franchisees

Brand signing up with a Service Partner having:◦ National or Regional Presence ◦ Along with its own Branches and or Franchise

Network A Combination of these.

Modes of Service addressed: On Site Service RTB Service Walk-In Service

Caters to almost any kind of Service Setup

Variants of Zed-Service™• Zed-Service™ - Con. Elec. / Home App / IT Devices

• For Consumer Electronics, Home Appliances, IT Product Companies

• Zed-Service™ - Repair & Return• Companies Involved into Repairs, Bulk Repairs, Forward & Reverse Logistics.

• Zed-Service™ - Mobile• For Cell Phone Brands, Repair Organizations Serving Cell phone industry

• Zed-Service™ - UPS, Battery, Inverter • For power conditioning & standby power industry

• Zed-Service™ - Sanitary Ware & Water Treatment Cos.• For Water Purification, Bathroom Products, Wellness Brands

Zed-Service™ – fact file…• Imbibes Knowledge & Experience of Large, process driven

Brands

• In use by various companies for 6+ yrs

• Managed 10 Million+ Service Calls till date

• Successfully managing approx .75 Million calls per month

• Used across 5000+ Service Centers

Features that address your concerns:

Inbound Customer Call Handling

• Can be Centralized (at your / Outsourced Center)• Or Decentralized (Call landing @ Branches / Service Centers)• Preliminary Assistance using Knowledge Base

Single Customer Database

• Quick Search for Customer / Account Recognition• Call Logging of Corporate/ Individual Customers or Dealers.

Warranty Management & AMC

& PMS

• Warranty registration for Customers• Addition of New Product s purchased by the customers• Auto Generation of PMS Calls on scheduled basis

Service Management

• End to End Field Service Management• Walk In Customers (If needed)• Return to Bench (RTB) – Pick up / Transport (If needed)

Continued...

Features that address your concerns:

Work-order /Repair Management

• Job Sheet Creation• Fault Entry / Repair Action/ Parts Consumed• DSR Update – Initial & Final

Call Allocation• Auto Call Routing to Service Centers specific to Area customer has called from.• Call Assignment to Engineers

Instant Notification (Through SMS)

• On Call Allocation to Field Engineer• On Call Status Update • On Call Closures

Inventory Management

• Spare Parts/ FG – Good / Defective• Service Center Stock/ Engineer’s Kit Content• Replacement / Swap Goods

Continued...

Features that address your concerns:

Logistics Planning

• Calls pending for parts• Calls requiring pick-up• Call requiring stand-by

Controlling Replacements

• Replacement Claim Generation• Approved/Rejected Claims/Goodwill Quota

Outbound Calling

• Happy Calling• Feedback Capture

Financials• Includes Parts/ Labor Charges with Taxes• Cash/Cheque Collection• Performa Invoice Generation

Customer may Log Calls / Trigger by:◦ Voice – Call to the call Center◦ * Web – Logging an Online Call◦ * SMS – By Sending a SMS in a Predefined format◦ * Email – By Writing to an Email ID

Customers May track the status of the call online

Ways to Log a Call

On basis of Location Products Handled / expertise

Call Allocation to Partner

On basis of Current Job Load On basis of Product Mapping

Engineer Assignment

Customer may be alerted by various means Email, SMS*, Auto-Dialer*

On Various Actions◦ Call Creation◦ Engineer Assignment◦ Call Completion

Acknowledgement & Alerts

Happy Calling / Random or 100% Sampling Email Based Surveys SMS Based Surveys *Auto-Dialer Based Surveys *Retailer & ASP Survey (Mystery Shopper)

Feedback & Surveys

Customer Escalated Calls◦ If needed closed calls can be re-opened

Alerts on ageing etc. Can provide a comprehensive module to

manage escalations*

Escalation Management

Material GRN (CWH / RWH) from Principals Stock transfer to:

◦ Own Branches or Service Partner RWH / Locations Service Partner CWH to Franchisee

Locations

Service Center Inventory Engineer Kit Contents / Loaners CWH / RWH Stocks Visibility to Service

Centers

Inventory Handling

Customer to Service Center Service Center / Franchise to Ser. Partner

RWH Service Partner RWH to Ser. Partner CWH Service Partner CWH / RWH to Brand’s

CWH / etc.

This is just one of the Reverse Logistics scenario. The exact movement depends upon the Brand’s setup and

operations.

Reverse Logistics

Highest Level of Repair Defective Receipt from various ASP / GSPs /

Own Warehouses Defective In Physical Inspection Repair Process Engineer Performance & Repair TAT Monitoring Conversion into Repaired OK / SCRAP Cannibalization

L4 Operations

Small Products / Parts may be shipped directly (In warranty)

System can handle Advance Replacement as well as Repair & Return

Defective Received can be sent to the RO Warehouse or from the GSP to the Principal / Brand Warehouse

RMA*

Franchisee Claims are a part of system Claims are auto monitored in the system on

various parameters:◦ Date & Proof of Purchase◦ Warranty Status◦ Bounce◦ Defective Received or not

Claims are based upon◦ Brand, Model, Repair Level, Repair Type, Service

Entity (Includes GSP & ASP)

Claims

Unsold / Sold Stock (90 days / 30 days Etc) DOA replacement Process Warranty has to be inherited (Residual)

DOA

KPI Dashboards A Variety of Graphical & Tabular MIS can be

provided Pending Calls

◦ ASP Wise Repair TAT AVG Claim Cost Engineer Productivity Bounce Rates Top failing products, parts, defects,

consumption

MIS

Integration with ERP’s / Other Apps

• Zed-Service can be integrated with SAP / Other ERPs/ Legacy Systems / Accounting Packages

Simplicity {…even while offering an exhaustive system} Flexible and Customizable {…geared to meet your requirements} Access from Anywhere {…exploiting the Web advantage} Trusted by Top Companies {…exposure to best practices} Offering Reliable Services {…tested & Proven across years} Shorter Time to Market {…can be implemented even in 4-6 weeks } High ROI {…companies are able to recover their investment in as low as 3

Months}

Zed-Service is a Web-Based application & can be Integrated with SAP & Most ERPs

Zed-Service Offers On-Site, Carry-In & Return to Bench Functionalities

Advantages of Zed Service™:

Eliminate Paperwork, Create Service Efficiency, Save Time and Build a Profitable Service Organization

Join the Customer Service Revolution with Zed-Service™

Thanking you!

For any query or feedback, please feel free to contact your Account Manager, or Talk to us at:Hand-phone: +91 9711156215Sales Hotline: (+91.11) 4564.1144Direct: (+91.11) 4564.1145E-Mail: rakesh.kumar@zed-axis.in